Month: September 2015

Your customers are more demanding than ever. They expect you to provide a seamless experience that spans all channels. They expect you to be proactive about issues and reach out to them when you discover an issue rather than waiting for them to contact you. They...

If you have ever seen a movie from the 1940s depicting the daily operations of a major department store, you might have noticed how customer complaints were handled. There was normally a single window with a clerk who was at best uncaring and at worst extremely rude....

You can call them tracking pixels, clear gifs, 1x1 pixels or web bugs. They have been in use for almost as long as cookies have been used to collect and store data about visitors to your website. In this, the era of big data and cross-channel analytics, tracking...

Marketing to customers in the digital age requires reaching them on their “channel of choice” in the proper context at the proper time. To do this effectively, you need a holistic, accurate view of your customer. However, a study, conducted in 2015, found...

Once upon a time, customer service agents could blame a billing error, errant shipment or lost reservation on a “computer glitch.” It did not take many years, however, before customers began to realize that computers did not make mistakes — humans were...

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